Meet, greet and direct Guests who enter the lobby area
Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
Manage, record and resolve promptly Guest or customer complaints
Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
Maintain good communication and work relationships in all hotel areas
Act in accordance with policies and procedures when working with front of house equipment and property management systems
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